Proflight Zambia’s Commercial Team: The Unsung Heroes Behind Every Smooth Journey

While passengers aboard a Proflight Zambia flight enjoy seamless travel, comfort, and reliability, a dedicated team works tirelessly behind the scenes to ensure every journey is smooth. The airline’s Commercial Team, often operating in the background, plays a crucial role in handling bookings, managing unexpected disruptions, and delivering exceptional customer service.

On an otherwise quiet Monday morning at Kenneth Kaunda International Airport, an urgent situation arose—a connecting flight had been cancelled, leaving a passenger in distress. In moments like these, Proflight Zambia’s Commercial Team steps up, swiftly finding solutions to keep travel plans intact. Their ability to turn potential chaos into calm underscores their vital role in the airline’s daily operations. 

At the heart of the Commercial Team’s success is an unwavering commitment to customer service. Precious Kapata, a Senior Consultant, recalls a time when a passenger nearly missed a crucial trip due to a documentation mix-up. Her quick thinking and proactive approach ensured the traveller could board with confidence.

“What keeps me passionate is knowing that I’ve made a real impact—ensuring passengers travel safely and stress-free,” she shares.

Kapata’s dedication extends beyond borders, frequently liaising with international teams to facilitate smooth travel for passengers flying through Johannesburg and Cape Town.

“With teamwork, we create a positive work environment, allowing us to deliver top-notch service,” she adds. 

For Proflight Zambia’s Reservations Team, efficiency is everything. Lindiwe Muyunda, the Reservations Manager with over seven years of experience, describes her team’s demanding schedule:

“Our day starts at 06:00 and ends at 19:00. We handle calls, emails, and WhatsApp inquiries, ensuring smooth communication with our passengers.”

Despite the fast-paced nature of their work, her team remains composed, navigating last-minute changes and flight disruptions with ease.

“Passengers may not realize how much coordination happens behind the scenes. We monitor flights, manage last-minute changes, and work closely with operations to ensure a smooth journey for every traveller,” says Muyunda. 

Chanda Amatende Mwambela, who has been with Proflight Zambia for 16 years, highlights the dynamic nature of her work.

“A typical day for the Commercial Team involves much more than just ticketing. We focus on smooth operations and delivering excellent customer service,” she says.

Her expertise in managing group travel and processing ticket refunds not only meets passenger needs but also strengthens the airline’s financial efficiency.

“What excites me the most is the opportunity to meet our customers’ needs and ensure their satisfaction. We are a customer-focused team, always striving to provide the best possible service.” 

Zanele Khuzwayo, a Senior Reservations Consultant with nearly 15 years of experience, recalls a time when a delayed flight jeopardized a passenger’s new job.

“A passenger missed their flight due to a delay on their previous connection. They were worried they’d miss their first day of work,” Khuzwayo recalls.

Rather than simply rebooking, she coordinated with interline partners to secure a faster alternative, ensuring the passenger arrived on time. While waiting, the team provided accommodation and complimentary refreshments.

Such stories highlight the proactive approach of the Commercial Team, whose swift action and customer-first mindset transform potential travel nightmares into memorable experiences. 

From managing bookings to real-time crisis resolution, the Commercial Team is the backbone of Proflight Zambia’s operations. Their commitment to excellence cements the airline’s reputation for safe, reliable, and efficient service.

Their passion and teamwork not only ensure smooth operations but also reinforce Proflight Zambia’s status as a leading airline in domestic and regional travel. These unsung heroes remain dedicated to making every journey as seamless as the flight itself, proving that excellence in the skies begins with the hard work on the ground.